Case Overview A Southeastern medical provider group with multiple medical clinics and diagnostic centers engaged Change Healthcare Consulting to determine if its locations were performing at optimal levels. The consulting team conducted a business process assessment focused on evaluating patient throughput and the overall quality of the patient care experience. The team also sought to ascertain if the staff were working most effectively within their respective environments. From a total of more than 20 sites, the team identified a subset of four clinics and one diagnostic center which represented the range of community types served by the provider group. The team visited these sites, observing patient flow and interviewing clinicians, administrators, and support staff. The consultant

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